Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way

Acknowledgments

I would not be the person I am today without what my patients have given me since I started this journey called medicine. From the very first patient I saw as a medical student to the ones I treat today, they teach me, inspire me, and challenge me to think differently and to care more. They have taught me the gift of empathy, and it is an honor to have been a part of their lives in such a personal way. The same is true for the incredible people, my caregiver colleagues across healthcare, who share the profound responsibility of delivering care for people.

I would not be successful personally or professionally without the support and encouragement of my wife and best friend, Amy. She was at my side when this patient-centered epiphany ...